Lost FBM package with Amazon bought USPS label
I have an FBM order that has been delayed for 3 weeks now. I bought the USPS label through Amazon. The buyer wants me to ship out another or issue refund.
If I ship out another and the first one is lost, how do I claim the lost package with Amazon? I know if you buy the label from Amazon you are protected against lost packages but I have never had to use that benefit. Also, what happens if the first package eventually shows up? Then the buyer has 2 units and if he refuses to return it, what options do I have?
Lost FBM package with Amazon bought USPS label
I have an FBM order that has been delayed for 3 weeks now. I bought the USPS label through Amazon. The buyer wants me to ship out another or issue refund.
If I ship out another and the first one is lost, how do I claim the lost package with Amazon? I know if you buy the label from Amazon you are protected against lost packages but I have never had to use that benefit. Also, what happens if the first package eventually shows up? Then the buyer has 2 units and if he refuses to return it, what options do I have?
7 replies
Seller_OvL8C4BJWiuS9
Your options are: They bought something and didn't receive it, so you can wait till they file an a-z claim or you can refund.
NR_Amazon
@Seller_Vd3fzE8t2WKbN Thank you for posting to the Forums! Do you happen to have the Order ID for reference?
As @Seller_OvL8C4BJWiuS9 has stated, you can have the buyer submit an A-Z claim. The customer will be eligible to file a claim within 48 hours of when the customer's first message was sent, or the customer must wait 3 days past the maximum estimated delivery date (EDD) before they are eligible to file a claim.
In the event that you choose to send the customer another unit... If the original delayed package eventually shows up after you've sent a replacement, you have a couple options. You can reach out to the buyer and offer them the choice to keep the second item and return the first for a refund, or return the second item for a refund, and keep the first. This gives the buyer flexibility while ensuring they don't end up with two units from the same order.
If the buyer refuses to return the extra item, you can escalate the issue to Amazon's customer service. Explain the situation and provide tracking/delivery information. Amazon may be able to intervene and have the buyer return the extra item, or potentially issue you a refund.
Let me know if there is any other way I can assist!
NR_Amazon
